AccountId: 011433970860
ContactId: 97f5ddc7-8f10-4c27-8002-e92abfae1b38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375500 ms
Total Talk Time (AGENT): 79892 ms
Total Talk Time (CUSTOMER): 112450 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/97f5ddc7-8f10-4c27-8002-e92abfae1b38_20250528T20:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling from provider's office to check on the claims.
[AGENT][NEUTRAL] OK, I can verify claim status for you, [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] Sure. Uh, I have 021-87100. M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] OK, and patient's name, date of birth?
[CUSTOMER][NEUTRAL] That is [PII], [PII].
[AGENT][NEUTRAL] OK, date of service, amount of the charge.
[CUSTOMER][NEUTRAL] I'm looking for uh [PII]. The amount is $932.
[AGENT][NEUTRAL] OK, and the balance after primary?
[CUSTOMER][NEUTRAL] Uh yeah. The balance is
[CUSTOMER][NEUTRAL] $118.93.
[AGENT][NEUTRAL] OK, I don't show we received that claim. Can you verify the mailing address the claim was submitted to?
[CUSTOMER][NEUTRAL] Uh, we use the PO box.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Uh, that is correct.
[AGENT][NEUTRAL] Uh, that is correct mail address. If you like, I can give you our fax number if you would like to fax the claim.
[CUSTOMER][NEUTRAL] Uh, no problem. We don't fax the claim. We can resubmit this claim. Uh, do you have the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][POSITIVE] Thank you so much. And can I have this patient's effective date?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Sure, effective date [PII].
[CUSTOMER][NEUTRAL] And I also want to know the timely filing to submit the claim.
[AGENT][NEGATIVE] Uh, there is no timely filing.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can I have the reference number for this patient? I have another one claim for you to verify.
[AGENT][NEUTRAL] As far as reference you may use my name and today's date, and what is the next policy number?
[CUSTOMER][NEUTRAL] Uh, sure, one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is, just give me a second.
[CUSTOMER][NEUTRAL] OK. I have 018.
[CUSTOMER][NEUTRAL] 77135 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. And date of service amount of the charge?
[CUSTOMER][NEUTRAL] It is [PII]. The amount is $444 even, 444.
[AGENT][NEUTRAL] OK, and the balance after primary?
[CUSTOMER][NEUTRAL] That is $75.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And I don't show we received that claim. Well, let me double check, but hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, uh, yeah, I don't show we received that claim, so you can resubmit it either by mail or submit it to um pay ID.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, can I just have the, uh, patient's effective date for this patient?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] One moment. Thank you so much on assisting on these two claims. That's all I had for today. You have a great day. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Bye.